Senior Manager Digital Journeys & Insights

Job Requisition and Recruiter Details

Title: Senior Manager Digital Journeys & Insights
Requisition: 144610
Division: Product Design & Innovation
Closing Date: 02 April 2026
Recruiter: William Mtsweni

Job Family

Career Stream

Leadership Pipeline

FAIS Affected

Job Purpose

The role is responsible for developing and executing the strategy, vision, and roadmap for the client digital journey within the Digital team. This role champions digital transformation based on insights to gain strategic advantage. Key responsibilities include leveraging data-driven analysis to identify client behaviour trends and opportunities for improvement, integrating advanced analytics and AI for personalised experiences, and collaborating with cross-functional teams to turn insights into actionable initiatives. The role also provides expert digital leadership aligned with the Personal & Private Banking cluster strategy, establishes measurable KPIs for all initiatives, and ensures that results inform ongoing planning and prioritisation.

Job Responsibilities

• Build and execution the strategy, vision, and roadmap for client digital journey within Digital and Opti-channel, ensuring the team delivers on strategic initiatives, business objectives and client value.
• Champion digital transformation with relevant supporting teams and regulatory standards and internal policies, ensuring that new and existing digital solutions not only meet legal requirements but also set the benchmark for industry excellence and digital experience. Leverage compliance as a strategic differentiator, embedding robust governance practices and risk mitigation measures that drive trust, innovation, and a competitive edge in leading digital offerings.
• Provide data-driven analysis across digital channels to uncover client behaviour patterns, usage trends, bottlenecks and performance metrics. Leverage analytics tools to identify opportunities for enhancing engagement, conversion rates, and overall channel effectiveness. Collaborate with cross-functional teams to translate insights into actionable improvements and strategic initiatives.
• Lead the adoption and integration of next-generation data and analytics capabilities to drive deeper client insights, predictive modelling, and personalised digital experiences. Harness advanced analytics, artificial intelligence, and machine learning to anticipate client needs, optimise operational efficiency, and inform the ongoing evolution of the digital strategy.  Establish compliant and controlled frameworks to use these tools at scale.
• Provide expert digital leadership and advisory support to ensure successful alignment with the Personal & Private Banking cluster strategy, ensuring deliver on business requirements, business case objectives, and measurable value. 
• Establish clear metrics and KPIs for all actions and initiatives to ensure their impact is measurable and transparent. Integrate results into ongoing planning and prioritisation frameworks, enabling the team to unlock value efficiently and make data-informed decisions about initiative prioritisation and strategic focus.
• Continuously explore market opportunities, emerging technologies, and industry trends to identify and implement best-in-class digital solutions. 
• Leverage emerging innovation insights to pilot, prototype, and incubate new digital solutions. 

Essential Qualifications - NQF Level

Preferred Qualification

• Bachelor’s degree (Data Analytics related)
• Honour’s degree in business, BCom IS, Engineering, Digital / Technology / Business Studies. 
  
  

Preferred Certifications

• Industry/Product specific  

Minimum Experience Level

• Digital, Data and Analytics related experience critical
• Minimum of 5 years’ experience in data  and analytics led roles, with a strong track record of applying quantitative analysis, advanced analytics, or decision science to solve complex business problems and deliver measurable outcomes. Demonstrated track record in leading cross-functional teams, managing end-to-end product lifecycles, and delivering projects in a fast-paced, technology-driven environment. Experience should include responsibilities such as developing and implementing data-driven strategies, stakeholder engagement, and overseeing the integration of digital solutions to enhance business outcomes.

Technical / Professional Knowledge

Behavioural Competencies